Member Support Representative Tier 2

About the role

Member Support Representative Tier 2 Opportunity

Foodsmart is the leading Foodcare platform in the United States, dedicated to delivering nutrition-driven healthcare at scale. The organization leverages a national network of Registered Dietitians to combine personalized clinical nutrition care with behavior change tools and food benefits. This integrated approach aims to improve member health outcomes while simultaneously lowering overall healthcare costs. The platform is engineered to foster healthier food choices and drive lasting behavior change to produce sustainable health results.

Foodsmart's digital platform provides highly personalized guidance to over 3 million members. These members are part of diverse healthcare ecosystems, including employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers. The platform assists members in eating well, saving time, and reducing costs. It seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for entire families. This system optimizes ingredient usage both at home and while traveling. The company partners with national and regional retailers across the U.S., many of whom accept SNAP/EBT, thereby enhancing food accessibility. Foodsmart also assists members with SNAP enrollment and management, ensuring tangible access to nutritious food. In 2024, the company secured a $200 million investment from TPG's Rise Fund. This fund supports entrepreneurs dedicated to achieving the United Nations' Sustainable Development Goals. This investment specifically helps expand reach to low-income workers who are disproportionately affected by diet-related diseases.

The company's mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. Foodsmart is committed to a core set of values that shape its culture and work environment. These values include a customer-first mindset, where members are the starting point for all decisions. The organization emphasizes making things happen with urgency, data, and high standards. Collaboration is conducted with respect, and teamwork is a fundamental commitment. Foodsmart seeks passionate, supportive, and driven individuals, whether they are dietitians, commercial leaders, or technologists.

The Member Support Representative Tier 2 role involves owning live member calls directly from individuals seeking guidance. Representatives guide members through service details and resolve issues with a demonstrated sense of urgency. The position handles technical escalations, direct provider communication, and participation in special projects. Representatives are responsible for protecting sensitive and protected information while driving precise resolutions. This role shapes member outcomes and reduces strain on the broader team through accurate and timely actions. It is a part-time position requiring approximately 30 hours per week, with time off available. Note that this position is not eligible for health insurance benefits. The compensation rate is $24.76 per hour.

Key Responsibilities

Representatives will set initial contact strategies for complex member cases by analyzing intake patterns. They will design step-by-step guidance paths for eligibility and benefits questions during build phases. The role requires reviewing case notes and provider details to ensure accuracy before any member communication. Representatives will ship clear next steps to members, converting technical troubleshooting into simple, actionable items.

A critical function involves partnering with national retailers to verify SNAP acceptance and improve food access. The role includes establishing data-driven solutions for operational projects that impact member journeys. Representatives will handle elevated technical issues that require deep system knowledge and careful follow-through. Coordinating with providers to resolve eligibility barriers is essential to keep support workflows moving efficiently.

Requirements

The successful candidate must show three years of experience in customer support or a closely related role. A high school completion or equivalent qualification is mandatory. Candidates must be able to work across U.S. time zones between 8 pm and 8 am. Strict confidentiality in managing sensitive health information is required. The ability to navigate multiple systems while maintaining precise records under pressure is essential.

Nice to Have

Experience with nutrition, dietetics, or healthcare support enhances contributions to the team.

Tools and Skills

Prior experience with the Foodsmart platform is helpful but not required for this position.

Practical Notes

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